Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jasmine Boxdell

Tempe,AZ

Summary

Focus on business opportunities by delivering exemplary service through understanding of each client's individual needs. Creative problem solver skilled at de-escalating situations and driving positive change. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Account Escalations Specialist IV

JP Morgan Chase & Co
Tempe, AZ
06.2020 - 06.2022
  • Own customer escalation and overall merchant experience from start to finish
  • Identify and elevate risk, monitor customer escalation trends, report potential business process inefficiencies and drive process improvement recommendations
  • Serve as primary support via incoming phone queue for escalation/complaint calls for Operations call center specialists, and be owner/resolved of these complaints
  • Day to day actions include preparation and analysis of client data to resolve and or identify questions/issues
  • Requires independent judgment and development of Merchant Services subject matter across multiple service disciplines
  • Provide final resolution for customer complaint issues, including all account research, problem solving, maintenance throughput and satisfactory resolution
  • Liaise between customers and all cross functional groups as appropriate for issue resolution
  • Primary support channel for tracking of complaints for various non-call center teams within Merchant Services
  • Make decisions within established guidelines for crediting customer accounts
  • Deliver superior customer experience while handling challenging and complex issues
  • Ensure cases are documented and handled within set service levels
  • Serve as owner and resolver for all complaints received through phone channel
  • Multi-task in high-pace call center environment, handling multiple cases simultaneously
  • Day to day task planning to ensure all support is on point for timely resolution
  • Submit operational maintenance requests and track completion as part of problem solving
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Accomplished multiple tasks within established timeframes.

Account Specialist II

JP Morgan Chase & Co
Tempe, AZ
10.2017 - 06.2020
  • Answer and resolve calls/ inquiries from internal/external sources that relates to Post Deposit Events (chargebacks, retrievals and adjustment, etc.) Ensure timely follow-up on merchant/card issuer inquiries 100% of time
  • Research and work incoming chargebacks from work queue
  • Analyze disputes and other exceptions; follow defined procedures accurately to take appropriate actions within strict deadlines
  • Research any errors such as duplicate, voided, partial or incomplete statuses on various systems as needed
  • Liaise with other areas of organization, card issuing banks and merchants, in order to provide timely resolution to merchant inquiries
  • Educate merchant on Payment Brand and Debit Network Rules and assist in resolving disputes
  • Work Chargeback cases within strict timeframes; failing to do so could potentially result in financial liability or reputational risk for business and company
  • Interface with several internal departments on regular basis (e.g
  • Account Management, IT, Accounting, Product & Project Management, Leadership & Development and Help Desk)
  • Have high analytical ability given direct impact to merchant experience and merchant retention
  • Have working knowledge of Payment Brand and Debit Network Rules and Regulations in order to make correct decisions
  • Use complex decision making when reviewing multiple Chargeback reason codes, each with specific regulations.

Trainer

DELTA Management Associates Inc
Phoenix, AZ
12.2016 - 10.2017
  • Contact customers via telephone to resolve/prevent delinquent accounts
  • Collect loan amounts, setup on consolidation programs and rehabilitation programs to get them out of default on their student loans
  • Managing of accounts, organization and assisting other team mates
  • Navigate through
  • Google, Experian, Trans Union collection prioritization report, OZ
  • Experian credit report, legacy, beyond, and skip trace borrowers
  • Trouble-shoot accounts and abide by 'Fair Debt Collection Practices Act' (FDCPA) rules and regulations
  • Trainer: Facilitate training to ensure consistent and complete understanding of “Fair Debt Collection
  • Practices Act” (FDCPA) other programs
  • Planning, coordinating and conducting training for new and existing personnel
  • Assess and monitor progress of learners during training
  • Coach and develop learners for improvement and retention
  • Research and answer inquiries from learners to improve knowledge and understanding
  • Assist in evaluation of effectiveness of training based on learner feedback
  • Attend monthly conference calls, and other meetings
  • Complete other duties, as assigned.

Team Leader

GED, Champion College Services
Phoenix, AZ
06.2009 - 05.2016
  • Work with CS team members to meet goals that support corporate strategy
  • Review performance toward team goals
  • Provide performance feedback, coach, develop and serve as resource for CS team members
  • Promote team building and resolves team conflicts
  • Lead and monitor CS team performance towards daily, weekly and monthly production goals, and handle escalated calls
  • Ensure fulfillment of client contract obligations
  • One-on-one review of call communications with student customer
  • Ensure compliance that department complies with policies, procedures, and government guidelines for privacy, student contacts, and default management
  • Enforce company policies and procedures as defined in corporate handbook
  • Provide training for new and existing team members
  • Provide training refreshers
  • Office Support: Monitor use of supplies and equipment, coordinate repair and maintenance of office equipment
  • Coordinate and schedule deliveries
  • Respond to public inquiries from outside vendors and order office supplies and purchase with company credit card
  • Maintain inventory spreadsheet to monitor spending
  • Assist other management upon request
  • Student Loan Counselor: Contact customers via telephone or email to resolve/prevent delinquent accounts
  • Provide students the step by step process for resolving delinquent accounts, Educate the student loan borrower on rights, responsibilities & the consequences of defaulting, provide advocacy to the student during lender representation, verify client alumni employment status, verify accuracy of contact information through account references, accurately update calls results into proprietary database
  • Consolidate programs.

Education

Maricopa Community Colleges - Mesa Community College

Skills

  • Relations, Written and verbal
  • Communication, Solution development
  • Deadline driven, Self- sufficient
  • Customer oriented, Practice due diligence
  • Excellent time management
  • Knowledge of 10 key skills
  • Call Documentation
  • Effective Multitasking
  • Client Relationships
  • Escalation Management
  • Document and Records Management
  • Excellent Attention to Detail
  • Excellent time management

Timeline

Account Escalations Specialist IV

JP Morgan Chase & Co
06.2020 - 06.2022

Account Specialist II

JP Morgan Chase & Co
10.2017 - 06.2020

Trainer

DELTA Management Associates Inc
12.2016 - 10.2017

Team Leader

GED, Champion College Services
06.2009 - 05.2016

Maricopa Community Colleges - Mesa Community College

Similar Profiles

CREATE PROFILE
Jasmine Boxdell